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New York–The gravestone on the fourth slide of Forrester Research vice president Carrie Johnson’s presentation at the National Retail Federation’s annual convention Monday was the proverbial picture that said 1,000 words. Online Retailing, it declared, is dead. Long live Multichannel Retailing.
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If the consumer landscape of the 20th century was anchored by stores, bolstered by catalogs, and reshaped by the Internet, then the emergence of the phenomenon called multichannel retail demands that merchants become expert practitioners of all three channels.
Right?
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In an age of litigation and increasing government scrutiny of corporations, retailers must protect customers’ privacy — and they may not be doing a good job of it, according to a new international survey led by Retail Systems Alert Group …

When customer service pundit Ron Willingham decided to buy a TV set, he expected the process to be fairly straightforward. As head of Integrity Systems, a Phoenix-based training and development company, and author of a series of nationally renowned books …

Basil Hawanchak, vice president/chief financial officer of Levin Furniture, wanted to change the credit application process at the Smithton, PA-based chain of 12 stores. Customers applying for credit had to verbally provide an employee with such information as their place …

Amid the rush of new media and marketing channels, some multichannel merchants consider catalogs an increasingly less important part of the marketing mix. But while catalog purchasing may decline as online becomes more popular (and as shopping as a leisure …

An increasing share of senior executives recognize that they need to invest in customer relationship management (CRM) to increase sales, improve profitability, and reinforce the company’s competitive positioning. At the same time, most senior executives have discovered that the …

As much as marketers today are urged to be “channel agnostic,” one has to respect certain differences among promotional media. Take the differences between a mail order catalog and a catalog traffic driver. The goal of the former is to …